Technical Support Specialist

Nox Medical is seeking a Technical Support Specialist in Level 2 support to join our Customer Experience team in Iceland.

This role is ideal for a technically skilled support professional who thrives on solving complex problems, collaborating across teams, and delivering exceptional customer experiences. You will serve as an escalation point for advanced technical issues and work closely with Product Management, Engineering, Cloud Operations, and Customer Success to ensure timely and effective resolution.

Supporting a global customer base, this role requires strong analytical thinking, technical troubleshooting expertise, and clear communication skills. Participation in a shared weekend on-call rotation is required.

Key Responsibilities

• Provide advanced Level 2 technical support for Nox Medical software, cloud services, and connected medical devices.

• Investigate, troubleshoot, and resolve complex issues escalated from Level 1 support.

• Act as a technical escalation point for distributors, partners, and internal teams.

• Perform root-cause analysis and document findings, workarounds, and resolutions.

• Collaborate with Engineering, Product Management, Cloud Operations, and Quality to drive issue resolution.

• Maintain accurate case documentation and ensure smooth handoffs across support levels.

• Contribute to knowledge base articles, FAQs, technical documentation, and training materials.

• Identify recurring issues, trends, and opportunities for product improvement.

• Communicate technical concepts clearly to both technical and non-technical audiences.

• Support applications, firmware, cloud platforms, and connected devices within the Nox Medical ecosystem.

Ideal Candidate Profile

We are looking for someone who combines strong technical troubleshooting skills with a customer-focused mindset. The ideal candidate will have:

• 3+ years of experience in technical support, application support, product support, or a similar customer-facing technical role.

• A degree in Computer Science, Information Technology, Engineering, or a related field.

• Experience troubleshooting software, cloud-based platforms, and hardware integrations.

• Strong analytical and problem-solving skills.

• Experience with ticketing systems such as Zendesk, Jira, ServiceNow, or similar.

• Excellent written and verbal communication skills in English.

• The ability to work independently while collaborating effectively across teams.

• Strong documentation and technical writing skills.

Preferred Qualifications

• Experience supporting SaaS or cloud-based products.

• Experience in medical devices, healthcare technology, or regulated environments.

• Familiarity with firmware, networking concepts, APIs, or device connectivity troubleshooting.

• Experience creating customer-facing documentation or training materials.

The successful candidate will:

• Deliver high-quality technical resolutions with a strong sense of ownership.

• Improve customer satisfaction through clear communication and effective problem-solving.

• Reduce recurring issues through documentation and knowledge sharing.

• Build strong cross-functional relationships across Support, Engineering, Product, and Customer Success.

• Contribute to the continuous improvement of Nox Medical products and services.

The job application, CV, and cover letter may be submitted in English or Icelandic.

We are always interested in talented individuals who share our passion for improving people’s lives. Nox Medical embraces diversity. As an equal opportunities employer, we believe the foundation of our dynamic and pioneering spirit starts with a fair and inclusive culture. Our company culture focuses on bringing unique ideas and people together to spark innovation and teamwork.